Resume 12

OBJECTIVE

• Windows NT 4.0 system support
• Windows 95/98
• Windows NT user account management
• PC hardware configuration
• PC Helpdesk phone support
• Telephone Technical Support
• Windows 2000 system support
• On site desktop support

• Provide technical support by phone for end users for Quantum s Snap!Server product line.
• Position requires troubleshooting skills relating to Windows NT and 2000, Novell, Apple and Unix network environments.
• Prepare detailed case notes for case history or engineering escalations.
• Train new technicians by allowing them to, first, listen in on my incoming calls and then listening to them handle the calls providing background assistance if needed, then a short critique of the call.
• Interface with engineering on case escalations to resolve cases that needed to be escalated to engineering for review or resolution.

• Answer questions and perform trouble shooting with customers over the telephone.
• Send reviews back to First Point of Contact technicians to facilitate faster over the phone resolutions.
• Troubleshoot Windows NT and Windows 2000 Hewlett Packard workstations and Windows 95/98, Windows NT 4.0 and Windows 2000 Hewlett Packard laptops for customers using information supplied by Remedy problem tracking software.
• Build Windows NT 4.0 and Windows 2000 workstations from disks and configure for TCP/IP network using DHCP to assign addresses.

• Install, maintain and Troubleshoot Windows NT 4.0 workstations and Windows 98 laptop computers.
• Resolve trouble cases for end users according to data supplied by Vantive problem tracking application and telephone contact with customer.
• Coordinate with customer time to resolve case in a timely manner and update customer on the progress on any active cases.
• Follow up with customer after resolution of their case.
• Worked as part of the NT Migration team setting up new NT Workstations using unattended installation program from a network boot disk and installing new operating systems using previously imaged hard drives.

• Install, maintain and troubleshoot workstations on a Local Area Network.
• Manage user accounts on a Windows NT server. Manage Exchange 4.0 server and MS Outlook client email suite.
• Coordinate with outside vendors the installation of a new telephone system and new Category five-network backbone.
• Perform nightly network backups using tape devices.

• Test disk drives to ensure product reliability.
• Interact with engineers to facilitate necessary changes in project flow with minimal delay.
• Program thermal chambers to run required thermal test cycles.
• Upon completion of project, gather and submit test data to engineer for project report.